Senior Analyst Escalations, Customer Care

Senior Analyst Escalations, Customer Care – Quezon City, Philippines 

Are you looking for a customer service role that lets you learn new skills in a supportive environment?  Are you interested in growing your career with a worldwide financial-services leader that is reaching customers and receivers around the globe?  Then it’s time to join Western Union as a Senior Specialist, Customer Care. 

Western Union powers your pursuit. 

As an Escalation Analyst, you will be responsible in ensuring that excellent quality service is delivered to our Western Union customers by attending to correspondences and reporting of performance in line with quality measures implemented across our call centers. This role will be vital in ensuring that our systems, processes, and procedures are following the Western Union compliance policy.

 
Role Responsibilities: 

• Handles second level of escalations (call, email and fax) and product related "up training".
• Ensures that documentation/procedures/ measurements are kept up to date with industry standards.
• Responsible for supervising the performance and development of Trainees.
• Ensures constant monitoring of trainees' strengths and areas for improvement in handling calls.
• Might assist with the supervision/evaluation of the performance and development of Trainees.
• Delivers monthly rosters and weekly review of rosters for the Call Centers.
• Prepares reports and daily/weekly review of the staffing performance against KPI's in conjunction with Call Centre management, MIS and Quality Analysts. Supports regulatory requirements for Dodd Frank.
• Monthly and quarterly ad hoc reporting tasks. 
• Provide support in administrative tasks of the team.
• Perform CTM administration duties as needed.
• Serve as the Documentation Specialist for the team.

Role Requirements: 

• High school degree required, college degree or equivalent preferred. 
• Must have strong verbal and written English skills.
• Must have 2-3 years previous experience in Call Centre industry preferably with a supervisory capacity.
• Strong ability to solve problems while focusing on excellent customer service. Competent in providing constructive feedback, strong analytical skills and logical thinker with effective time management skills and ability to multi-task  

We make financial services accessible to humans everywhere. Join us for what’s next. 

Western Union is positioned to become the world’s most accessible financial services company — transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward. 

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/. 

Benefits 

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few 
(https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment. 

Your Philippines specific benefits include:  

• Paid sick leave and vacation leave. 
• HMO coverage with free unlimited dependents from day 1 of employment 
• Performance incentive program / Performance Attendance Bonus 
• Unique incentive program 
• Hybrid working arrangement. 

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.   

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation for Hybrid roles in the Philippines is to work from the office at least 70% of the employee’s working days per month.  

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, colour, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws. 

Estimated Job Posting End Date:

11-15-2024

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.